5846 - Kelly Education Sr. Client Manager - Virtual, USA
The Client Manager is responsible for the development and execution of strategies pertaining to account and portfolio maintenance and growth. This position will serve as the primary point of contact for all client key stakeholders and is responsible for the overall client relationship and service delivery. As a business partner to the client this role acts as an extension of the client’s HR department, develops and maintains relationships with multiple stakeholders and temporary workforce, This individual will serve as the escalation point for service issues and is responsible for proactive problem resolution.
The success of this individual will be impacted by their ability to communicate effectively, the articulation of additional services to enhance the existing portfolio of support, the establishment of strong working relationships with the client, and the development of effective partnerships with the relevant internal Kelly Education functions.
Acts as consultant and proactively identifies additional service line and growth opportunities with new client stakeholders
Maintains thorough understanding and knowledge of higher education school operations, market and industry trends
Develops strong relationships with new and existing stakeholders by understanding their operation and staffing, servicing and/or talent needs.
Communicates and demonstrates the value of KE solutions via customer meetings, presentation or sharing of industry analysis, best practices, and/or thought leadership materials
Provides consistent industry and talent insights to key client stakeholders in order to educate, create brand loyalty and provide client with information for future business decisions
Executes the account strategy with input and support from internal KE stakeholder groups as applicable (e.g. Sales, Talent Operations, R&O, Central Practice, etc)
Invests time in client-facing activities to understand needs
Manages and grows relationships with stakeholders across the institution
Demonstrates understanding of the client’s priorities, processes, policies and procedures
Proactively identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the client experience
Attends appropriate school engagements/meeting to increase Kelly’s visibility and stay apprised of relevant initiatives/ changes/ challenges/ opportunities that could impact our business.
Participates in account-specific sharing of leads as necessary
Seeks first-hand client feedback and applies feedback to improve service
Prepares and presents Monthly, Quarterly, Annual, Ad Hoc business reviews
Documents relevant sales activity in Salesforce in a timely manner
Maintains thorough understanding and knowledge of current hiring practices, recruitment strategies, and industry trends
Must have consistent knowledge of talent pool health (size, engagement, challenges)
Collaborates with KE stakeholder groups regarding recruiting and/or fulfillment strategies based on client need
Serves as contact for client issues, identifies and executes appropriate actions to resolve issues and/or escalates as appropriate, and monitors results to ensure action plans are effective
Participates in client meetings, analyzes client needs, makes workforce recommendations, and secures
Must have complete knowledge of contractual agreements to ensure 100% compliance
Manages assigned functions of account P&L (e.g., cost of services, documentation of cost savings, and demonstration of value-added services to the district)
Determines client reporting requirements and documents information appropriately
Creates, reviews, and analyzes reports and statistics, taking action when necessary.
Provides end-user technical support on programs that assist in the client order process
Maintains exceptional customer service by fielding and acting on incoming calls and emails, responding to team, customer and employee needs via email, phone or in-person, and soliciting client/employee feedback to improve
Provides additional administrative support as necessary to ensure internal and external customer satisfaction
Monitors client satisfaction levels and develops plans to ensure customer expectations are met
Bachelor's degree or equivalent required; Master's or PhD preferred
4+ years of customer service, staffing, client, or account management
Experience working with or within Higher Education Institutions
Must be able to function in complex and matrix environments with multiple stakeholders
Ability to develop strong working relationships with all levels
Good written and verbal communication skills, negotiation, interpersonal, and decision-making skills.
Ability to function independently/autonomously yet know when to get other team members and/or management involved.
Must be comfortable presenting to and influencing many levels of management within Kelly and the client
Must be innovative in their approach, willing to take risks, and operate in ambiguous situations
Attention to detail, ability to multi-task, use sound judgement, and prioritize
Strong leadership, problem solving, and decision- making skills
Must have proficient computer skills including Word, Excel, and PowerPoint
What’s in it for you?
Kelly takes pride in supporting the whole person, their family and their future. We understand that in order to thrive, we have to build lasting relationships and provide our employees with endless possibilities for growth. At the end of the day, we know that work is more than making a living – it’s about making a life.
Healthcare – Medical, Dental, Vision
Paid Time Off
Vacation Purchase Program
PerkSpot – Personal Online Discount Program
Working at Kelly means being part of a global team making people-work connections that count, because we believe helping people become who they’re meant to be benefits us all. At every location and every level within our company, Kelly’s people are unique in their understanding and commitment to helping people create better futures and helping companies across the globe compete, prosper, and grow. The work we do matters. Helping people transform their lives matters. Shaping the future of work matters. If you have a passion for helping others, what’s next for you may very well be joining our internal global team and working to make a difference.
Kelly connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all workstyles in the workplace. We directly employ nearly 500,000 people around the world, and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice.
Kelly Services is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
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